Dir, Customer Account Mgmt - Quality Management

Purpose:

This position enhances the customer experience through providing operational oversight and strategic leadership in any of the following areas:
Bill Production and Support, Pay Channels, Branch Operations, Credit and Collections and/or Quality, Process Improvement, and Training.

Duties, Functions and Responsibilities:
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned. Provides strategic management oversight, leadership, and accountability for meter-to-cash assigned departments. Analyzes, evaluates, and directs implementation activities of the “Best-in-Class” programs and technology applicable to assigned areas. Oversees operations and program and policy development, including internal and external communication coordination, for assigned areas.

Develops and monitors Operations and Maintenance (O&M) and Capital Improvement Project (CIP) budgets and responds to any deviations from the approved cost/timeline and milestone activities. Provides audit oversight for the accuracy, effectiveness, efficiency, and reliability of operations. Bears responsibility for providing operational contract management oversight. Negotiates and manages performance measurements for contracts for services provided by vendors. Bears responsibility for service level agreements with other City of Austin departments and fosters positive interdepartmental relationships.

Promotes confidence and public trust through education, communication, and working collaboratively to build internal and external relationships. Ensures compliance with Local, State, and Federal regulations and oversight bodies, processes, and procedures. Oversees the development, use, and maintenance of data, metrics, and statistics to develop strategies for increasing customer experience and operational efficiency. Bears responsibility for creating a culture that regards safety and customer service paramount to operations and customer service delivery.

Provides recommendations and guidance in technology requirements gathering, testing, implementation, and maintenance of systems supporting core functions.

Responsibilities - Supervisor and/or Leadership Exercised:
Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

• Knowledge of accounting and/or audit practices and reporting concepts.
• Knowledge of quality improvement and project management methodologies.
• Knowledge of applicable Federal, State, and Local laws and ordinances.
• Knowledge of continuous improvement methodologies.
• Knowledge of applicable policies, practices, procedures, and standards.
• Knowledge of supervisory and managerial techniques and principles.
• Skill in development and implementation of customer facing programs.
• Skill in essential statistical and analytical reporting and problem solving.
• Skill in managing the collection and analysis of operational data.
• Skill in contract management, negotiation and monitoring.
• Skill in utilizing data systems and project management solutions to manage and report on operational activities.
• Skill in exercising innovative approaches to improve contact center operations and technology.
• Ability to effectively audit and forecast operational patterns.
• Ability to develop and lead training programs.
• Ability to develop and engage staff and create opportunities for professional growth.
• Ability to establish and maintain professional communication and working relationships with City personnel and the public.
• Ability to manage financial outcomes and find resolutions to address shortfalls.
• Ability to effectively…